Fresher ICT Service Analyst Job Careers – Makerere University Walter Reed Project (MUWRP)


Job Title:    ICT Service Analyst

Organization:  Makerere
University Walter Reed Project (MUWRP)

Duty Station:   Nakasero
with possibility of Transfer to Mukono/Kayunga, Uganda

Reports to: HelpDesk Coordinator


About US:

Makerere University
Walter Reed Project (MUWRP) is a non-profit biomedical research Organization,
whose mission is to mitigate disease threats through quality research, health
care and disease surveillance. MUWRP was established in 2002 by a Memorandum of
Agreement between The Henry M. Jackson Foundation for the Advancement of
Military Medicine, lnc. (HJF) and Makerere University (Mak) to undertake
medical research to test HIV vaccines. Over the years, MUWRP’s portfolio has
progressively expanded to include vaccine research for Ebola and Marburg
viruses, surveillance of influenza and influenza- like viruses and other
emerging infections in humans and animals; also epidemiological, basic and
implementation research in HIV treatment, care and prevention programs in the
Districts of Kayunga, Mukono, Buvuma and Buikwe.


Job Summary:  The candidates will serve as ICT Service
Analysts for Makerere University Walter Reed Project and will provide first and
second line technical support to internal staff and oversight of outsourced ICT


Key Duties and Responsibilities:  

Act as a
single point of contact for phone calls and emails from staff regarding ICT
issues and queries.

logging, and managing calls from internal staff communication.

maintenance of asset tracking and inventory management.

installation, maintenance of, and support of Computer software, hardware and
peripherals as standard operating procedures.

and troubleshoot basic issues on cable and wireless networks.

unresolved calls to the infrastructure or application support team.

highest degree customer service for all support queries adhering to all service
management principles.

in-house training to end users in MS Office, teleconferencing, presentations,
and any other applications.

stats for the weekly Service desk report on call trends.

support documentation to assist staff with requests for information and provide
training if required.

reliable daily records of data communication transactions, problems, remedial
action taken, and installation activities in the onsite system.

seminars and reads industry related publications to remain abreast of advances
in technology and aid in the ICT Department’s technology planning effort.

multiple high priority initiatives in a fast paced highly technical

on-call during off-peak hours to respond to support service issues.

and second line support to analyse and troubleshoot ICT software and hardware

of outsourced ICT services

for identity and access management through active directory.

an average response time of 1 hour and average resolution time of 4 hours for
all support tickets.

statistics on call trends for the weekly service report.

regular monthly reports for the ICT Manager or designee showing functioning of
systems, status of program development and departmental needs.

other duties and responsibilities as assigned by the ICT Manager or designee.


Qualifications, Skills and Experience:

ideal candidate must hold a Bachelor’s degree with a strong IT element in
Service Desk Support or ITSM.

recognized professional ICT qualification in ITIL, Microsoft Systems
Administration; Customer Service and Delivery.

years of technical support or Call Centre experience in multi-site Not for
profit/ research organizations

decision making skills concerning Information Systems and Policies, Processes
and procedures with a proven track record of completing tasks and or/ projects
within budget and on schedule.

work ethic and the ability to work extended hours when required

May be
required to be available for appropriate duties such as reviewing cases,
attending meetings or training sessions outside normal working hours or during

will be a self-motivated achiever who gains satisfaction from providing
excellent customer service.

have the ability to travel throughout Uganda.


How to Apply:

All qualified and
interested candidates should apply online at the link below and Choosing the
desired position.


Click Here


For more of the
latest jobs, please visit or find us on our facebook page


Leave a Reply

Your email address will not be published.